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INTERNATIONAL
JOURNAL OF SOCIAL SERVICE AND RESEARCH
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Vika Lusiana Sari
Faculty Of Economics, Teuku
Umar University, Aceh, Indonesia
Email: [email protected]
Abstract
Consumer satisfaction
is the most important thing to be considered by business people or businesses
in order to maintain a sense of trust and consumer comfort. The government
issued various policies, such as social distancing, work from home, and inviting
people to stay at home. Restrictions on activities carried out by BPJS
Employment at the Meulaboh branch by using online services in the form of LAPAK
ASIK (service without physical contact) in order to reduce the spread of
covid-19 to participants. Participant satisfaction can be considered with the
quality of service provided, the quality of service that meets the expectations
of participants is important. This study aims to determine the effect of
service quality on the satisfaction of BPJS employment participants at the
Meulaboh Branch. Service quality variables consist of Tangible, Empathy,
Reliability, Responsiveness, and Assurance indicators. The type of research
used is descriptive quantitative research and the sample used is 20
respondents. Data collection techniques using a questionnaire using google
from. Data analysis used multiple linear regression. The results showed that
the service quality variable had an effect on the satisfaction of participants
of BPJS Employment at the Meulaboh Branch simultaneously. The independent
variable is able to explain the relationship and its influence on the dependent
variable as much as 87.7%. There is a partially significant effect on the
service quality variable on customer satisfaction with a significance result of
t(0.000) < 0.005.
Keywords: Service
quality, participant satisfaction, Covid-19 pandemic
Received 9
September 2021, Revised 30 September 2021, Accepted 10 October2021
INTRODUCTION
Consumer satisfaction is a sense of satisfaction obtained
by consumers or customers either in the form of services or products in
accordance with the expectations they want (Hidayat, Adanti, Darmawan, & Setyaning, 2019).
Consumer satisfaction is the most important thing to be considered by business
people or businesses in order to maintain a sense of trust and consumer
comfort. This also has a big impact on business continuity and also in winning
the competition.
During the current pandemic, the government has issued
various policies (Susilawati, Falefi, & Purwoko, 2020).
The implementation of social distancing, work from home, and invites people to
stay at home. Of course, a public service must also do this, where they are
also required to continue to operate by maintaining health protocols. Some
public services limit their activities by using online services to stay safe
during the current pandemic. BPJS Employment Meulaboh Branch was also affected
by the pandemic.
BPJS Employment is an insurance company owned by a state
institution (Muliati & Wiener, 2014). Insurance
has the aim of transferring risk to an agency in charge of dealing with other
people's losses, due to damage or loss and getting paid. BPJS Employment
Meulaboh Branch is a public legal institution to protect workers in overcoming
the risks and problems of participants related to work relations.
Restrictions on activities carried out by BPJS Employment
at the Meulaboh branch by using online services in the form of LAPAK ASIK
(service without physical contact) in order to reduce the spread of covid-19 to
participants. In communicating, CS (Customer Servive) diverts participants or
potential participants using a PC (Personal Computer) or online (Ryu, Kim, & Lee, 2009).
For participants and prospective participants who come to
the company, health protocols are also kept in mind, where participants are
required to wear masks while in the BPJS employment area of the
Meulaboh Branch. BPJS Employment Meulaboh Branch also provides Wastefel,
Handsanitizer, and implements physical distancing. Participant satisfaction can
be considered with the quality of service provided, the quality of service that
meets the expectations of participants is important.
The purpose of this study was to determine the effect of
service quality on the satisfaction of BPJS employment participants at the
Meulaboh Branch during the pandemic.
METHOD
1. Types
of research
This research applies the
type of quantitative descriptive research (Cresswell, 2017). Descriptive research
is applied to see the value of one or more independent variables (independent)
without comparing or by linking other variables (Sugiyono, 2016). The
research method is carried out with quantitative research methods, the methods
used in researching certain samples or populations.
2. Method
of collecting data
In this study, the data
collection technique used was a questionnaire. Questionnaires were distributed
to participants of BPJS Employment Meulaboh Branch using google from by filling
out online questionnaires.
The Likert scale is used in
this study, to see the results of the data accurately. This scale is used to
measure something or a phenomenon. Each answer choice is given a value, as
follows;
a.
Very Satisfied (5)
b.
Satisfied (4)
c.
Neutral (3)
d.
Dissatisfied (2)
e.
Very Not Fasting (1)
3. Validity
and Reliability
Validity is the value of
accuracy between data in an object of research reported by researchers (Sugiyono, 2006). Valid is the accuracy
between a data submitted by the researcher with the appropriate truth in the
field. If a data is declared valid with a validity test, then a reliability
test can be carried out. Reliability test is conducted to measure the
consistency of a data.
RESULTS
AND DISCUSSION
1. Instrument
Test Results
a.
Validity test
�
Tangible indicator (X1)
Based on SPSS, the Tangibel
indicator is an indicator consisting of 4 valid statement items after being
tested for validity. The statement deserves to be used as a research instrument
where the results obtained are r count > r table.
�
Empathy Indicator (X2)
The calculation results are
based on SPSS, the Empathy indicator is an indicator consisting of 4 valid
statement items after being tested for validity (Al-Haqam & Hamali, 2016). The
statement deserves to be used as a research instrument where the results
obtained are r count > r table.
�
Reliability Indicator (X3)
The calculation results are
based on SPSS, the Reliability indicator is an indicator consisting of 5 valid
statement items after being tested for validity. The statement deserves to be
used as a research instrument where the results obtained are r count
> r table.
�
Responsiveness indicator (X4)
The calculation results are
based on SPSS, the Responsiveness indicator is an indicator consisting of 3
valid statement items after being tested for validity. The statement deserves
to be used as a research instrument where the results obtained are r count
> r table.
�
Assurance Indicator (X5)
The calculation results are
based on SPSS, the Assurance indicator is an indicator consisting of 3 valid
statement items after being tested for validity. The statement deserves to be
used as a research instrument where the results obtained are r count
> r table.
�
Participant satisfaction indicator (Y)
The calculation results are
based on SPSS, the Assurance indicator is an indicator consisting of 3 valid
statement items after being tested for validity. The statement deserves to be
used as a research instrument where the results obtained are r count
> r table.
b.
Reliability Test
It can be concluded that if the value of
Cronbach' alpha > 0.7 then the variable is said to be reliable and vice
versa. The results of calculations based on SPSS, explain that the value of
Cronbach's alpha from the service quality variable (X) and the participant
satisfaction variable (Y) is reliable. Where the value of Cronbach's alpha >
0.7.
2. Descriptive
Test Results
The population of this study
were all participants registered at BPJS Employment Meulaboh Branch. The number
of samples taken as many as 20 respondents. 20 respondents were selected from
the total participants who answered the questionnaire. The following are the
results of the descriptive test according to the questionnaire.
a.
Gender of Participants
The results of the data of BPJS Employment
participants in the meulaboh branch, male sex amounted to 14 people (70%) and
the rest were female sex amounted to 6 people (30%).
b.
Participants Age
The results of data on BPJS Employment
participants at the Meulaboh branch, based on the age of participants, that the
age of 20-25 years is a total of 2 people (10%), aged 26-30 years a total of 4
people (20%), aged 31-35 years a total of 4 people (20%), aged 36-40 years a
total of 2 people (10%) and for age 40 years a total of 8 people (40%).
c.
Participant's Work
The results of the participant data of the
BPJS Employment branch in the Meulaboh branch, based on the work of the
participants 13 people (65%) worked as employees, 1 person (5%) was a private
worker and 6 people (30%) were entrepreneurs.
3. Hypothesis
Test Results
a.
Multiple Linear Regression Analysis
Table 1
Multiple Regression
Analysis Test Results
|
Coefficientsa
|
|
Model
|
Unstandardized Coefficients
|
Standardized Coefficients
|
t
|
Sig.
|
|
B
|
Std. Error
|
Beta
|
|
1
|
(Constant)
|
1,171
|
1,203
|
|
,974
|
,347
|
|
x1
|
,446
|
,186
|
,481
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2,390
|
,031
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x2
|
-,415
|
,231
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-,469
|
-1,795
|
,094
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x3
|
,601
|
,485
|
,763
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1,240
|
,235
|
|
x4
|
-,045
|
,581
|
-,035
|
-,077
|
,939
|
|
x5
|
,281
|
,359
|
,226
|
,781
|
,448
|
The table above shows the multiple linear regression
equation as follows:
Y=1.171+0.446X1+(-0.415) X2+0.601X3+(-0.045) X4+0.281X5+e
-
It can be seen that the Constant value is
1.171 (positive)
-
X1 has a positive effect on participant
satisfaction, because the value of Coefficients X1 is 0.446 (positive)
-
X2 has a negative effect on participant
satisfaction, due to the value of Coefficients X2 -0.415 (negative)
-
X3 has a positive effect on participant
satisfaction, because the value of Coefficients X3 is 0.601 (positive)
-
X4 has a negative effect on participant
satisfaction, due to the value of Coefficients X4 -0.045 (negative)
-
X5 has a positive effect on participant
satisfaction, due to the value of Coefficients X5 0.281 (positive)
b.
Hypothesis testing
�
t test
To be able to distinguish a
variable in a study, the t-test is used, where the differences are the same or
not between one variable and another. The t-test was conducted to determine the
significance of the results of the study with a comparison of the average
sample. The t-test was conducted to partially test whether the quality of service
(X1, X2, X3, X4, and X5) had a partial effect on the satisfaction of BPJS employment
participants in the Meulaboh Branch. Ho and Ha formulations were used to
determine the results, if sig. >0.05 indicates that Ho is accepted and Ha is
rejected, and vice versa. And also the independent variable can be declared to
have a significant effect on the dependent variable if the t count
<0.05. = 0.05 and n = 20, then t table = 1.725.
Table 2
t test results table
|
Coefficientsa
|
|
Model
|
Unstandardized Coefficients
|
Standardized Coefficients
|
t
|
Sig.
|
|
B
|
Std. Error
|
Beta
|
|
1
|
(Constant)
|
1,171
|
1,203
|
|
,974
|
,347
|
|
x1
|
,446
|
,186
|
,481
|
2,390
|
,031
|
|
x2
|
-,415
|
,231
|
-,469
|
-1,795
|
,094
|
|
x3
|
,601
|
,485
|
,763
|
1,240
|
,235
|
|
x4
|
-,045
|
,581
|
-,035
|
-,077
|
,939
|
|
x5
|
,281
|
,359
|
,226
|
,781
|
,448
|
The
table above explains how the effect of each independent variable is partially
on the dependent variable.
1)
Tangibel indicator is declared to have an
effect on participant satisfaction, because the value of sig.0.031 <0.05 and
t count 2.390>1.725 means that Ho1 is rejected and Ha1 is
accepted.
2)
Empathy indicator is declared to have no
effect on participant satisfaction, because the value of sig.0.094>0.05 and
t count (-1.795) <1.725 means that Ho2 is accepted and Ha2 is
rejected.
3)
Reliability indicator is declared to have no
effect on participant satisfaction, because the value of sig.0,235>0,05 and
t count1,240<1,725 means that Ho3 is accepted and Ha3 is
rejected.
4)
Responsiveness indicator is declared to have
no effect on participant satisfaction, because the value of sign.0.939>0.05
and t count (-0.077)>1.725 means that Ho4 is accepted and Ha4 is rejected.
5)
The Assurance indicator is declared to have no
effect on participant satisfaction, because the value of sig. 0.448> 0.05
and t count 0.781 <1.725 means that Ho5 is accepted and Ha5 is
rejected.
�
f test
Simultaneously to be able to
determine the effect that occurs between the independent variable and the
dependent variable can use the f test. The variables are interrelated and which
show significant results, the population can be used. If the value of sig.
<0.05 then Ho is rejected and vice versa.
Table 3
f Test Results Table
|
ANOVAa
|
|
Model
|
Sum of Squares
|
Df
|
Mean Square
|
F
|
Sig.
|
|
1
|
Regression
|
441,006
|
5
|
88,201
|
28,100
|
,000b
|
|
Residual
|
43,944
|
14
|
3,139
|
|
|
|
Total
|
484,950
|
19
|
|
|
|
The table above shows the results of the
f test, where sig.000 and f count 28,100. It can be concluded that the
probability of 0.000<0.05 and fcount28.100>2.77, simultaneously the
service quality variable is declared to have an effect on the satisfaction of
BPJS employment participants in the Meulaboh Branch.
�
Coefficient of Determination (R2)
The percentage change between variables can be known using
the coefficient of determination test.
Table 4
Determination
Coefficient Test Results
|
Model Summary
|
|
Model
|
R
|
R Square
|
Adjusted R Square
|
Std. Error of the Estimate
|
|
1
|
,954a
|
,909
|
,877
|
1,77169
|
The table above explains that the Coefficient of
Determination analysis of the Adjusted R Square value is 0.877, where all
independent variables are able to explain the relationship and influence on the
dependent variable as much as 87.7% while the rest can be caused by other
variables.
The results showed that the service quality variable had
an effect on the satisfaction of BPJS Employment participants at the Meulaboh
Branch simultaneously. The independent variable is able to explain the
relationship and its influence on the dependent variable as much as 87.7%.
There is a partially significant effect on the service quality variable on
customer satisfaction with a significance result of t (0.000) < 0.005.
CONCLUSION
According to the results of the research on the effect of
service quality on the satisfaction of BPJS Employment participants at the
Meulaboh Branch, it was concluded that; 1) All variables of this study were
declared valid, based on the validity test, 2) The variable of service quality
(X) and the variable of participant satisfaction (Y) are reliable, 3) Tangibel
indicator is declared to have an effect on participant satisfaction, because the
value of sig.0.031 <0.05 and t count 2.390>1.725 means that Ho1 is
rejected and Ha1 is accepted. 4) The Empathy indicator is declared to have no
effect on participant satisfaction, because the value of sig.0.094>0.05 and
t count (-1.795) <1.725 means that Ho2 is accepted and Ha2 is rejected. 5)
The reliability indicator is declared to have no effect on participant
satisfaction, because the value of sig. 0.235> 0.05 and t count 1.240
<1.725 means that Ho3 is accepted and Ha3 is rejected. 6) Responsiveness indicator
is declared to have no effect on participant satisfaction, because the value of
sign.0.939>0.05 and t count (-0.077)>1.725 means that Ho4 is accepted and
Ha4 is rejected. 7) Assurance indicator is declared to have no effect on
participant satisfaction, because the value of sig. 0.448> 0.05 and t count
0.781 <1.725 means that Ho5 is accepted and Ha5 is rejected. 8) The quality
of service is stated to have an effect on the satisfaction of BPJS Employment
participants at the Meulaboh Branch simultaneously. 9) 87.7% of independent
variables are able to explain the influence and relationship to the dependent
variable.
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